B1/eo Team Leader

2 weeks ago

Leeds, United Kingdom Insolvency Service Full time

**Details**:
**Reference number**:

- 277596**Salary**:

- £24,283 - £26,935**Job grade**:

- Executive Officer- B1**Contract type**:

- Permanent**Business area**:

- Insolvency - Business Services Directorate**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Edinburgh, LeedsAbout the job

**Job summary**:
The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career.

The Business Services Directorate (BSD) is an operational delivery directorate, covering some 300 staff and a budget of £12m, providing high volume, often transactional, services to the public or supporting the provision of these services by others.

This is an exciting opportunity to join our Customer Service Team that is based in Edinburgh and Leeds.

The Customer Services Team (CST) cover first point of contact queries for a range of business areas across the agency. This role is to manage a team in the CST to deliver operational excellence. The B1 team leader will actively manage the team and their workloads, liaising with other managers in CST to plan work and resource. This will include managing expectations around team capacity and making sure the team have the necessary skills and training to carry out the work.

**Job description**:
BSD supports the main purpose of the Insolvency Service, delivering economic confidence, supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors by:

- Making statutory redundancy payments to employees of insolvent companies.
- Providing a first point of contact for all insolvency related telephone enquiries.
- Processing distributions to creditors from PPI compensation payments.
- Providing estate accounting and other business services to the Agency.

The post holder will need to demonstrate strong organisational and communication skills. They will also have operational experience, preferably in a customer service environment.

They will:

- Manage the day-to-day operations of the customer service team.
- Encourage and support their team by ensuring relevant training and support is in place.
- Actively manage performance in line with key performance indicators.
- Deliver key operational messages to their team, ensuring understanding.
- Produce quality audits for all streams of work on all business areas monthly for each agent.
- Provide regular and meaning full feedback from quality audits and identify trends to inform learning and development plans.
- Play an active role in raising the profile of CST across the wider agency.
- Follow all HR processes, including attendance management and performance management.

**Person specification**:
The successful applicant will be able to demonstrate:

- Excellent communication and influencing skills.
- Experience working in modern customer service or operational environment.
- Possess the ability to communicate clearly, concisely, and positively engage a team.
- Ability to manage a team of A2’s throughout periods of change.
- A self-motivated, enthusiastic, and willing learner who can support their team and managers.
- Ability to identify and resolve issues.
- Confidence to articulate your team’s needs in various forums.
- Previous experience of team management would be desirable.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Leadership

**Benefits**:
We want you have a good work-life balance and want to support you in all that you do so we offer a great benefits package:

- Flexible working arrangements and flexi-time.
- Full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service.
- In addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave.
- Competitive maternity, paternity and parental leave.
- 5 days paid leave for learning and development
- 5 days paid for volunteering
- Cycle to work scheme
- Season ticket loan
- Staff have access to an employee assis

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